Opening Remote Connections on Tickets
After installing the Google Chrome Remote Assistance app, agents and admins can request remote sessions directly on any ticket page with ticket requestors. This is done by accessing the Google Chrome Assistance widget located just below the Submitted By section on any ticket.
The agent and requestor need to coordinate with each other ahead of time to determine the best time for a remote support session. The agent can request a new remote session at the appointed time simply by clicking on the Request a New Remote Session button.
This will add a note to the ticket timeline, and a ticket update notification should let the requestor know that the ticket has been updated. Please note that this update email should not be used in place of the ticket agent and requestor communicating to identify a time that fits both of their schedules. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session with the ticket requestor, the requestor will be able to see the request when directly accessing the ticket while logged into Incident IQ. From here, the requestor can either Accept or Deny the request for the remote session.
If the ticket requestor accepts the request, they will be provided a link to open the Chrome Remote support page. From here, the requestor may download and install the Chrome Remote Support software if they have not already done so. Once ready, they need to generate their Remote Access Code before copying and pasting it into the corresponding field in Incident IQ.
After the requestor has sent over their Access Code, the agent can open a remote connection simply by clicking on Start Support Session. Please note that the code generated by the requestor only lasts five minutes after it has been generated.
Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.
---
Hannah Bailey - Director, Customer Engagement